Plan your implementation

Ticket categorization

Once a service ticket arrives, the machine learning algorithm automatically categorizes it into a certain category with a certain confidence level and level of urgency. The system decides where the tickets need to be routed, assigning them to various functional teams where customer service agents can immediately start with the most urgent ones.

Solution recommendation

When a ticket arrives, the machine learning algorithm analyzes the unstructured text and pulls out most similar tickets and closest solution articles. Customer service agents go through them and pick up the most relevant one. Then they respond to the customer without having to do a manual search through their databases.